Contact Center AI – What’s out there?

Comm100

Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly.

Make the Required Investments to Support Your Customer Service Strategy

Brad Cleveland

Ensuring that your organization is making required investments is an essential step in developing your customer service strategy. In my recent LinkedIn Learning course “Customer Service Strategy,” I explore four key principles that can help with this step.

Preparing for Increased Call Complexity in the Contact Center

Think Customers

As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking.

How Contact Centers Behave

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy support center

Guest Blog: Is Your Contact Center Prepared to Handle Breaking News?

ShepHyken

Certainly, the alternative of having customers on hold for hours during a critical time is not a wise strategy. So how can your contact center best prepare for breaking news? How will agents get the news they need to share with customers?

Guest Blog: Empathy – What Your Customer Service Strategy Is Missing

ShepHyken

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken. When the topic of customer service comes up, the most common associations aren’t typically positive ones. It’s much more than that, especially in the customer service realm.

How Lane Bryant Turned Its Contact Center Into a Sales Machine

StellaService

Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” Like so many other brands’ customer service operations, it was simply a cost of doing business. Fielding contacts (some 850,000 per year) left agents weary.

Shaping Your Mobile Customer Service Strategy

Brad Cleveland

It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Call Center Contact Center Customer Service Mobile ICMI mobile customer service strategyMobile is developing at lightning speed—literally by the day.

Millennial Generation Customer Service – The Ultimate Guide

TechSee

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.

Five Steps to Strategically Choose AI For Customer Service

Natalie Petouhof

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy.

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Making the Right Investments in Customer Care

Think Customers

Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. Improving customer service isn't simply about throwing money at the problem or adding agents. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Data Analytics Emerging Trends Employee Engagement contact center preparedness customer experience programs customer service strategy

5 Top Customer Service Articles For the Week of March 5, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. What’s the Difference Between Customer Satisfaction and Customer Loyalty? It’s usually measured by a customer satisfaction survey on a numerical scale.

Which Channels do Customers Trust the Most?

inContact

If you’re in Customer Service, you’ve heard of “omnichannel”. With the addition of more channels and pseudo omnichannel service, companies should be asking questions like: Which channels do customers prefer to use most often? Which channels do customers trust the most? Which channels do customers perceive as low-effort? Customers Text Honestly. Customers Trust Other Customers. Customers Ultimately Trust Voice.

Customer service stats and what they mean for your business

NewVoiceMedia

Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you! Great service also determines whether your existing customers shop with you again and whether your potential customers get beyond just that – potential.

5 Top Customer Service Articles For the Week of December 12, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Is Your Digital Marketing Strategy Ready for an AI Intervention? 20 Positive Phrases for Customer Service Success: Part 1 by Conversational.

How to build a culture of customer service excellence

NewVoiceMedia

Building a culture of customer service excellence is key to building and sustaining a company’s livelihood in almost any industry. There’s no way someone in a leadership position can dictate how every single one of those employee-customer interactions will play out.

Guest Blog: Why Does My Customer Service Team Need a Single Customer View?

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken.

Amazing Business Radio – Christa Heibel

ShepHyken

Creating A Customer Experience Initiative. Owning Your Customer Service Initiative From the Top Down. Top Takeaways: Christa says she has yet to find a successful customer service initiative that didn’t involve the C-suite level.

Agent Group Structure

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy

The Challenges Our Clients Face

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy support center

Why Some Call Centers are Better than Others

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy support center

First Call Resolution

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy support center

The Secret to a Great Customer Service Operation

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward customer relationships Customer Service strategy support center

How’s Your Mobile Customer Support?

Brad Cleveland

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Brad Cleveland idc mobile customer service strategy

The New Era of Customer Relationships

Brad Cleveland

Contact Center Customer Experience Customer Relationships Videos Brad Cleveland Call Center Call Center Management On Fast Forward customer loyalty customer relationships Customer Service strategy support center

Social Media Requires Service and Support

Brad Cleveland

Call Center Contact Center Social Media Videos Brad Cleveland Call Center Management On Fast Forward customer relationships Customer Service strategy support center

10 Best Customer Service Books You Need To Read In 2018

Call Center Pros

‘’The customer is always right.’’ But the important thing here is to know that it isn’t the only key to make customers happy. How can you learn all you need to know to make your customers happy? 10 Best Customer Service Books.

What Leaders Should Know About Call Centers

Brad Cleveland

Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding. Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.

5 Top Customer Service Articles For the Week of January 29, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. The aim is to modernize customer services.

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Ensuring Customer Accessibility

Brad Cleveland

Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels.

Guest Blog: Assistive AI for Real Work

ShepHyken

This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel.

Do Customers Understand Your Access Alternatives?

Brad Cleveland

Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them. Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them. Podcasts Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center customer access strategy customer relationships Customer Service strategy support center

Companies Using Access Strategies to Bolster Their Brands

Brad Cleveland

Brad shares examples of organizations that are shaping access strategies that support and further their brands. Brad shares examples of organizations that are shaping access strategies that support and further their brands. Podcasts Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center customer access strategy Customer Service strategy support center

Questions Answered by Your Customer Access Strategy

Brad Cleveland

Shaping an effective customer access strategy will enable you to answer many important questions. Shaping an effective customer access strategy will enable you to answer many important questions. Podcasts Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center customer access strategy Customer Service strategy support center

What Does a Customer Access Strategy Look Like?

Brad Cleveland

Customer access strategies are like business plans – they vary greatly. Here, Brad discusses a standout example of an effective access strategy. Customer access strategies are like business plans - they vary greatly. Here, Brad discusses a standout example of an effective access strategy. Podcasts Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center customer access strategy Customer Service strategy support center

The Importance of a Customer Access Strategy

Brad Cleveland

Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations. Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations. Podcasts Uncategorized Brad Cleveland Call Center Call Center Management On Fast Forward Contact Center customer access strategy Customer Service strategy support center

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Value Proposition: A New Era In Customer Service

Brad Cleveland

In this podcast, Brad shares his reasons for believing it’s a new era in customer service. In this podcast, Brad shares his reasons for believing it's a new era in customer service. Podcasts Brad Cleveland Call Center Contact Center customer relationships Customer Service strategy support center

Amazing Business Radio: Jeremy Watkin

ShepHyken

Jeremy Watkin on How Listening to Your Customer Service Reps Can Give You a Competitive Advantage. Do you realize there is a hidden gem in your customer service department? But first… Shep Hyken discusses the power of the customer satisfaction survey.

Guest Blog: Why Knowledge Base Integration with Live Chat Is Important for Better Customer Support

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. How exactly can good customer service improve your business? Improved Customer Experience.

How I Got into this Field

Brad Cleveland

Podcasts Brad Cleveland Call Center Contact Center customer relationships Customer Service strategy support centerBrad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different backgrounds” in this profession. Brad tells the story of how he got started and how important his mentors were to him. "So